Promise Pachanya Mwafulirwa
Blantyre,Malawi
Summary
A very energetic and enthusiastic lady who propels customer satisfaction and revenue for current employer and did the same for previous employer by mastering interpersonal, telephone and email communication skills, alongside proficient Microsoft Office use. I also demonstrate exceptional organizational skills, keen attention to detail and teamwork, contributing to significant improvements in operational efficiency.
Overview
2
2
years of professional experience
Work History
Reservations Clerk
Sunbird Mount Soche Hotel
02.2023 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained open communication with colleagues and management to foster a constant learning environment while contributing to company growth.
- Answered at least 20 incoming phone calls and at least 50 emails per day, developing a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Maintained strong knowledge of hotel products, services, and facilities in order to assist both internal and external customers beter..
- Handled billing information over phone.
Sales & Marketing Clerk
Zodiak Broadcasting Station
01.2022 - 01.2023
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Enhanced the company's social media visibility.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment and restocking of office supplies.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Education
Diploma in Hospitality Management
Malawi Institute of Tourism
Blantyre, Malawi12.2020
Skills
- Customer engagement
- Phone etiquette
- Professional email etiquette
- Excellent communication with diversity
- Organizational skills
- Teamwork
- Computer basics
- Microsoft office
- Outlook
Additional Information
Date of Birth: 21 October 1995
Gender : Female
Marital Status : Single
Nationality: Malawian
Accomplishments
Received "Employee of the Month" award within a year of being at my current employment.
REFEREES
1. Mr. I. K. Mponda
The Head of Hospitality
Malawi Institute of Tourism
P.O. Box 2673
Blantyre, Malawi
Cell: 0881 327 334
Email: ikmponda@gmail.com
2. Mr. Emmanuel Maliro
Director of Commercial Affairs
Zodiak Broadcasting Station
Artbridge House, Area 47, Sect 5
Lilongwe
Cell: 0999 953 644
Email: emaliro@yahoo.com
3. Mr. Foster Mhone
Front Office Supervisor
Sunbird Livingstonia Beach
C/O Sunbird Tourism PLC
P.O. Box 376
Blantyre.
Cell: 0884 364 661
Timeline
Reservations Clerk
Sunbird Mount Soche Hotel
02.2023 - Current
Sales & Marketing Clerk
Zodiak Broadcasting Station
01.2022 - 01.2023
Diploma in Hospitality Management
Malawi Institute of Tourism
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